{"id":1707,"date":"2010-03-10T10:51:23","date_gmt":"2010-03-10T08:51:23","guid":{"rendered":"http:\/\/www.yanngraf.com\/?p=1707"},"modified":"2017-07-10T20:12:02","modified_gmt":"2017-07-10T18:12:02","slug":"ecoute-reactive","status":"publish","type":"post","link":"https:\/\/www.yanngraf.com\/fr\/blog\/ecoute-reactive\/","title":{"rendered":"Ecoute r\u00e9:active"},"content":{"rendered":"
\"\"
Just Listen – Creative Commons Flickr user Skeet<\/figcaption><\/figure>\n

Un guest post par Eug\u00e8ne Sch\u00f6n <\/strong>(english version of this post)<\/a> <\/span><\/p>\n

\u00ab\u00a0Cherchez \u00e0 comprendre avant de vous faire comprendre.\u00a0\u00bb Stephen R. Covey<\/em><\/p>\n

Ecouter pour COMPRENDRE<\/strong><\/h2>\n

Partie int\u00e9grante du processus de communication active<\/a><\/em>, l’\u00e9coute est une comp\u00e9tence cl\u00e9<\/strong> en mati\u00e8re de fid\u00e9lisation dans le domaine du tourisme et des soci\u00e9t\u00e9s de service.<\/p>\n

Je me rappellerai toujours de la remarque d’un directeur d’h\u00f4tel que j’ai rencontr\u00e9 il y a 5 ans\u00a0: \u00ab\u00a0Vous pouvez apprendre beaucoup si vous PRENEZ LE TEMPS d’\u00e9couter votre client.\u00a0\u00bb<\/em><\/strong> Dans le contexte h\u00f4telier, cette remarque me semblait alors parfaitement pertinente. Au vu de la situation \u00e9conomique actuelle et de la perte de confiance des consommateurs, cette remarque me semble, pour beaucoup d’entreprises, encore plus appropri\u00e9e aujourd’hui.<\/p>\n

<\/p>\n

Prendre le temps d’ECOUTER<\/strong><\/h2>\n

En travaillant sur mon \u00e9tude \u00ab\u00a0Fid\u00e9lisation et Nouvelles Technologies\u00a0\u00bb,\u00a0 j’ai eu l’opportunit\u00e9 d’int\u00e9rroger autant des entreprises renomm\u00e9es (Nespresso, Switcher, www.leshop.ch, \u2026) que des soci\u00e9t\u00e9s plus locales telles que des restaurants, des garages et des fitness.<\/p>\n

A la question \u00ab\u00a0Que faites-vous par les temps qui courent pour garder vos clients\u00a0?\u00a0\u00bb, les managers des entreprises plus modestes ayant des clients fid\u00e8les ont d\u00e9clar\u00e9 prendre le temps d’\u00e9couter et de donner le service<\/strong> en fonction de leurs besoins.<\/p>\n

Prendre le temps d’\u00e9couter a une fonction vitale: aider les responsables \u00e0 comprendre les situations individuelles de leurs clients<\/em> et r\u00e9pondre de mani\u00e8re \u00e0 dissiper malentendus et frustrations<\/strong>.<\/p>\n

Ecouter = opportunit\u00e9s de fid\u00e9liser ?<\/strong><\/h2>\n

Sur la base des r\u00e9ponses des managers donn\u00e9es lors de mes 30 entretiens, la r\u00e9ponse est OUI !<\/p>\n

Une bonne communication de base<\/em> est tr\u00e8s importante pour d\u00e9velopper une relation de confiance et fid\u00e9liser. Prendre le temps d’\u00e9couter, en toute circonstance, montre combien vous \u00eates int\u00e9ress\u00e9 \u00e0 votre client. Ceci est habituellement tr\u00e8s appr\u00e9ci\u00e9.<\/p>\n

Des entreprises actives dans le secteur des services qui souhaitent re-constuire des relations de confiance et fid\u00e9liser devraient s\u00e9rieusement envisager de d\u00e9velopper la capacit\u00e9 d\u2019\u00e9coute<\/strong> de leurs employ\u00e9s.<\/p>\n

Qu\u2019en pensez-vous ? Comment am\u00e9liorerez-vous les capacit\u00e9s d’\u00e9coute de vos employ\u00e9s ? Je serais heureux d’avoir vos commentaires !<\/em><\/p>\n

Eug\u00e8ne<\/strong> a longtemps travaill\u00e9 dans le marketing et la gestion \u00e9v\u00e8nementielle pour des grandes entreprises en Suisse Romande. Suite \u00e0 une \u00e9tude effectu\u00e9e en 2009 aupr\u00e8s de plus de 30 soci\u00e9t\u00e9s, il traite des probl\u00e9matiques li\u00e9es \u00e0 la fid\u00e9lisation et aux nouvelles technologies sur son blog<\/span> www.eugenschoen.com <\/a><\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Partie int\u00e9grante du processus de communication active, l’\u00e9coute est une comp\u00e9tence cl\u00e9 en mati\u00e8re de fid\u00e9lisation dans le domaine du tourisme et des soci\u00e9t\u00e9s de service.<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[592],"tags":[],"class_list":["post-1707","post","type-post","status-publish","format-standard","hentry","category-non-classifiee"],"acf":[],"yoast_head":"\nEcoute r\u00e9:active - Yann Graf<\/title>\n<meta name=\"description\" content=\"L'\u00e9coute est une comp\u00e9tence cl\u00e9 en mati\u00e8re de fid\u00e9lisation dans le domaine du tourisme, de l'hotelerie et des soci\u00e9t\u00e9s de service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.yanngraf.com\/fr\/blog\/ecoute-reactive\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ecoute r\u00e9:active - 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